Privacy Policy

Last updated: 29/10/2025

1. Introduction

Welcome to Suru Supports and Services
We respect your privacy and are committed to protecting your personal information. This Privacy Policy explains how we collect, use, store, and protect your information in line with the Privacy Act 1988 (Cth) and the Australian Privacy Principles (APPs).

2. Who We Are

Suru Supports is a Perth-based NDIS Support Coordination service. We work with NDIS participants to help them understand and make the most of their NDIS plans.

3. What Information We Collect

We may collect personal and sensitive information such as:

Your name, contact details, and date of birth
NDIS number and plan details
Information about your disability, support needs, and goals
Contact information for your family, carers, or service providers
Case notes, service agreements, and other related documents

We only collect information that is reasonably necessary to provide our services to you.

4. How We Collect Information

We may collect information:

Directly from you (in person, by phone, email, or online forms)
From your family, carer, or nominated representative (with your consent)
From other service providers, health professionals, or government agencies (where appropriate and consented to)

5. Why We Collect Your Information

We collect your information to:

Provide NDIS Support Coordination and related services
Communicate with you about your plan and supports
Work collaboratively with your other providers
Meet our legal and NDIS compliance obligations
Improve our services and operations

6. How We Store and Protect Your Information

Your information is stored securely in electronic and/or paper form.
We take reasonable steps to protect it from misuse, loss, unauthorised access, modification, or disclosure.
This includes using password-protected systems, secure storage, and staff training in privacy and confidentiality.

7. Sharing Your Information

We will not share your personal information without your consent unless:

Required or authorised by law (e.g., under the NDIS Act or a court order), or
Necessary to prevent a serious threat to your safety or the safety of others.

8. Access and Correction

You have the right to:

Access the personal information we hold about you
Request corrections if the information is inaccurate or outdated
To do so, please contact us using the details below.

9. Website and Digital Information

When you visit our website, we may collect basic analytics data such as page visits, time spent, and device information. This helps us improve our online services. We do not collect identifiable personal information through cookies.

10. Complaints

If you believe your privacy has been breached, please contact us.
We will take your concerns seriously and aim to resolve them promptly.

If you are not satisfied with our response, you can contact:
Office of the Australian Information Commissioner (OAIC)
Website: https://www.oaic.gov.au

Phone: 1300 363 992

11. Contact Us

If you have any questions about this Privacy Policy or how we handle your information, please contact:

Suru Supports and Services
Email: hello@surusupports.com
Phone: 0493300347
Address:

Complaints and Feedback Policy

Last updated: 29/10/2025

1. Our Commitment

At Suru Supports and Services, we are committed to providing quality NDIS support coordination services. Your feedback is important to us – it helps us improve and ensures we are meeting your needs.

We take all complaints seriously and aim to resolve them quickly, fairly, and respectfully.

2. What is a Complaint?

A complaint is any concern, problem, or dissatisfaction you have with the services we provide, including:

How we support you with your NDIS plan
Communication with staff
Service delivery or coordination issues

Feedback can also include positive suggestions about how we can improve.

3. How to Provide Feedback or Make a Complaint

You can share your feedback or complaint in any way that works for you:

In person: Speak directly with your Support Coordinator
Email: hello@surusupports.com
Phone: 0493300347
Written letter:

We encourage you to include as much detail as possible so we can respond effectively.

4. What Happens Next

Acknowledgement – We will acknowledge receipt of your complaint or feedback within 2 business days.
Investigation – Your concern will be reviewed carefully by our team. We may contact you for more information.
Resolution – We aim to resolve complaints promptly, usually within 10 business days. If it takes longer, we will keep you updated.
Outcome – We will provide you with a clear explanation of the steps taken and any actions implemented.

5. Escalation

If you feel your complaint has not been resolved to your satisfaction, you may contact:

NDIS Quality and Safeguards Commission
Website: https://www.ndiscommission.gov.au

Phone: 1800 035 544

Office of the Australian Information Commissioner (OAIC) – if your concern relates to privacy
Website: https://www.oaic.gov.au

Phone: 1300 363 992

6. Confidentiality

Your feedback or complaint will be treated confidentially. Only staff involved in resolving the issue will have access to the information.

7. Continuous Improvement

We use feedback and complaints to:

Improve our services and processes
Train our staff
Ensure a better experience for all participants

8. Contact Us

If you have any questions about this policy or wish to provide feedback, please contact:

Suru Supports and Services
Email: hello@surusupports.com
Phone: 0493300347
Address: